Service Level Agreement & Operational Framework
The availability of this system is continuously monitored to ensure operational continuity and performance standard alignment.
Systems are checked for availability every five (5) minutes via independent monitoring services (StatusCake and UptimeRobot). Critical infrastructure alerts are routed immediately to the engineering team via SMS and email.
Core APIs and system functionalities are verified daily using Postman automated testing suites. These tests execute authenticated logins, record retrieval checks, and database integrity verifications. Any functional degradation triggers immediate email escalation.
The targeted system availability is set at 99.5% uptime per calendar month, excluding scheduled or emergency maintenance windows.
Note on Historical Data: Formal dedicated uptime monitoring services were integrated recently. Historical health data from the preceding six months via daily functional testing indicates 100% operational uptime since 28 March 2026.
From time to time, routine system updates, optimizations, and security patches must be performed to maintain system health. The client will be notified at least forty-eight (48) hours in advance via email or the dedicated Microsoft Teams channel of any planned maintenance that may result in temporary service disruption. The team will make reasonable commercial efforts to schedule these windows during off-peak usage hours to minimize business impact.
In rare cases where urgent security vulnerabilities or critical infrastructure threats require immediate intervention, emergency maintenance may be performed without the standard advance notice. The client will be notified immediately upon initiation of any emergency maintenance, and all efforts will be made to minimize the duration of the outage.
SLA Exclusion: Downtime incurred during properly notified scheduled maintenance or critical emergency maintenance windows will be excluded from the monthly uptime calculation.
In the event of a critical service disruption, restoration efforts are guided by the following targets:
| Objective Metric | Target Alignment |
|---|---|
| Recovery Time Objective (RTO) | Fully recover core system operations and return to standard service levels within 24 hours of a critical incident being reported or identified. |
| Recovery Point Objective (RPO) | Full system and database backups are automatically executed every 24 hours. Maximum potential data loss is limited to the preceding 24-hour window. |
Standard Working Hours: Core operational support and service cover are provided between 9:00 AM and 6:00 PM, Monday to Friday.
Extended Hours Support: Incidents submitted outside of these hours (including weekends and holidays) will be automatically captured. Initial response times and triage updates may take longer until standard working hours resume.
Response and resolution targets are calculated strictly within standard working hours based on issue severity:
| Incident Severity | Definition | Target Stage 4 Confirmation | Target Stage 6 Production Deployment |
|---|---|---|---|
| Critical (P1) | Core system unavailable or entirely non-functional for all users. | ≤ 4 Working Hours | ≤ 24 Working Hours (RTO) |
| Non-Critical (P2) | System operational but with degraded functionality, minor bugs, or cosmetic issues. | ≤ 4 Working Hours | ≤ 5 Business Days |
Unplanned service interruptions are handled through a structured lifecycle: